Field Service Engineer, Orthopedics

Role Overview

• Manage the customer support system in the installation, service and repair of all products supported by DePuy Synthes.
• Perform Technical Support to internal and external customers through the Customer Support Call Center.
• Manage account schedule and perform the installation, operation, repair and upgrades of equipment within assigned territory.
• Devises and implements preventative maintenance programs and maintains performance and service records for equipment.
• Manage region and schedule to facilitate all aspects of technical / engineering work required to support all products supported and serviced by the technical department.
• Responds to customer requests for emergency service. Determines cause(s), troubleshoots and takes corrective action.
• Provides guidance to customers to include Doctors, Nurses and hospital Biomedical engineers along with Field Service Specialists and/or Representatives and assists when customer satisfaction issues arise.
• Completes paperwork, documentation and administrative tasks per policy and procedures.
• Complete all processing of RMA returns to support individual usage of parts and equipment.
• Manage allocated inventory and complete required audits to support thereof.
• Completes required trainings for supported products and processes.
• Acts as customer advocate to represent customer needs internally.
• Participate in incident investigation.
• Support installation and support of products in clinical trials, external evaluations, regulatory testing or similar.
• Responsible for communicating business related issues or opportunities to next management level.
• Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures.

Requirements

• Vocational/Trade Certificate with preferably 6 years related work experience, Associate degree with preferably 4 years related experience or Bachelor’s degree with preferably 2 years related experience or preferably 8 years related work experience in customer support, technical support/technical service.
• Academic qualification in engineering or equivalent
• Knowledge of servicing principles, practices and procedures preferred
• Experience in the Medical Device Industry is preferred
• IT integration skills preferred.

Benefits

• This position is eligible for a company car through the Company’s FLEET program.
• This position is overtime eligible.